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6 months ago

Back to glossary overview

Ticket system

As businesses grow, it becomes increasingly important to have an efficient solution to manage employee requests. Instead of employees having to forward or explain problems to the IT department via email or phone, modern ticket creation software can provide a single point of contact.

What is a ticketing system and why is it important?

A ticketing system is a software solution that helps companies manage and track customer requests. It enables a structured processing of service cases by recording each process as a “ticket” and tracking it until the solution. An efficient ticketing system is essential to increase customer satisfaction and optimize internal operations.

Ticket system – functions and features

A ticketing system, also known as a helpdesk or support system, is a software solution that helps businesses efficiently manage their customers’ requests and issues. Such systems capture, organize and manage all kinds of requests, whether in HR, legal, IT or other departments.

By automating and centrally managing service requests, this software enables faster processing and better visibility, increasing efficiency across the enterprise.

The main functions and features of a ticket system are:

  • Registration of requests and problems as “tickets”
  • Automatic allocation of tickets to the responsible staff or departments
  • Prioritization and categorization of tickets
  • Integrated email functionality
  • Ability for customers and support staff to communicate directly through the ticket system
  • Notifications and updates by email or SMS
  • Storage of all ticket interactions and solutions
  • Building a knowledge base to reuse solved problems
  • Generate reports on ticket volume, resolution times and customer satisfaction
  • Analysis of support performance and identification of opportunities for improvement

Ticket systems are primarily used in customer management to manage, track and process customer requests and problems.

The ticket system is an efficient product for use in the service, which can be used quickly after installation, existing master data and connection to existing business applications (e.g. CRM, email).

As a multi-channel ticketing system, this solution enables ticket collection and management from various communication channels such as automatic ticket generation from incoming emails, integration with phone systems for logging and managing calls. This allows companies to ensure that no customer request is lost and every interaction is handled efficiently.

In addition, this software often offers features such as prioritization, automatic assignment of tasks, and the ability to track requests, which greatly simplifies processing and increases employee satisfaction. A well-implemented ticketing system is therefore a crucial component for the smooth functioning of a growing company.

Optimize your business processes with our FSM software with ticketing system

The Innosoft software solution as FSM software with ticket system automates and optimizes your workflows, increases efficiency and increases customer satisfaction. Do you have questions about integration or software, or do you need advice? Just contact us via our contact form – we look forward to hearing from you!

About FSM SoftwareGet in touch

How to successfully implement a ticketing system

  1. Needs analysis: Identify the specific requirements of your company and your customers.
  2. Software selection: Choose a ticketing system that meets your needs, such as the Innosoft ticketing system.
  3. Training: Train your staff in how to use the ticket system to ensure smooth use.
  4. Integration: Integrate the ticket system into your existing business processes.
  5. Monitoring and optimization: Regularly monitor ticket system usage and optimize processes to continuously improve efficiency and customer satisfaction.

Important aspects of using a ticket system

A ticketing system can significantly simplify everyday work, automate workflow and increase efficiency. In order to achieve this, a few basic points should be considered:

Conscientious use by all parties
A ticketing system is only really helpful if everyone involved uses it correctly and conscientiously. Unmaintained tickets can quickly become an additional burden and hinder project work.

Flexibility and configuration
For complex tasks, it is important that the ticket system is flexibly configurable. It should be able to display all relevant information such as milestones, booking numbers or custom fields such as notes in the tickets.

Email Notifications
An email connection is very helpful as it ensures that users are informed about allocated tickets in a timely manner. This increases the likelihood of tickets being processed quickly.

Joint decision and acceptance
The selection of the ticket system should be made jointly with all project participants. This promotes acceptance and willingness to use the system consistently.

Get to know Innosoft’s ticketing system

Tired of confusing support requests and long response times? With Innosoft’s ticket system, you can always keep an overview and process customer requests efficiently and in a targeted manner. Try it for free and see the difference!

Request a live demoInformation about the ticket system

Ticket system by Innosoft

A well-implemented ticketing system is an essential building block for efficient customer service. It helps companies process service requests in a structured manner, improves communication and contributes to increasing customer satisfaction. Therefore, Innosoft’s ticketing system offers numerous advantages for companies.

  • Central point of contact: All customer inquiries are recorded and managed centrally, which increases clarity.
  • Efficient processing: Tickets can be processed in a team and forwarded to specialized staff if necessary.
  • Documentation: Every step of the processing process is documented, enabling seamless tracking.
  • Better communication: Customers can see the status of their request at any time, which improves communication.

Frequently asked questions about the ticket system

The Innosoft ticket system is a platform for the management and documentation of service cases. It enables teams to centrally process, document and track customer requests and service orders to ensure efficient and consistent customer service.

Innosoft’s ticketing system offers a number of features, including creating, managing and editing tickets. Users can view all assigned tickets, add details and update ticket status.

Permission to create tickets depends on user settings. In some cases, certain users can only view or edit existing tickets, but cannot create new ones. The exact rights and restrictions can be adjusted in the user settings.

The Innosoft ticketing system is designed to provide a user-friendly interface that allows easy navigation and handling. The user interface can be customized as needed to meet the specific requirements of the team or organization.

By centrally managing service requests and providing detailed ticket documentation and tracking, the system improves customer service efficiency, reduces error susceptibility and ensures transparent communication between customers and the service team.

Yes, the ticket system can be integrated with various other systems to ensure seamless data transfer and better information flow between the different platforms.

Innosoft provides regular maintenance and updates to the ticket system to ensure that it remains up to date and functional at all times. Support also includes assistance with technical questions or problems.

info@innosoft.de
+49 231 427 885 – 0
Martin-Schmeißer-Weg 15 44227 Dortmund

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